Creating a Loyal Customer Base
What is Customer loyalty?
A customer’s strong support for you and your company’s products/services, even though there may be newer, cheaper substitutes in the market.
What creates Customer loyalty?
Service. Your service to your Customers drives their satisfaction. In other words, the assistance and advice you provide will lead Customers to like you, trust you and buy from you repeatedly.
It’s all about the experience. You want your Customers to keep coming back for more. Give them a reason to stay loyal. Ask yourself how you can make someone’s life better through your service.
Top 3 ways to create a Loyal Customer Base
Find creative ways to communicate with your Customers. The goal is to consistently create a connection with your Customers. Consider personalizing their experience with handwritten letters, emails and phone calls. This not only makes them feel special but keeps you fresh in their minds.
Action item: Write down five ways to stay in regular communication with your Customers. Then, write down how you can apply each of these to your business the very next day. Here are a few examples:
Ideas for Communication:
- Phone call
- The YoungevityGo2 App
How to implement Immediately:
- Text my sister this evening to see if she’d like to reorder next month
- Email Mary and ask if she’s received her product yet and whether she’s opened/tried it
- Call my upline to schedule a time/day to review my Back Office reports together
Share your favorite products, videos, or create your own video and add links using the YoungevityGo2 App.
You are in the business of relationships. Relying too heavily on technology can compromise the building of these relationships. Technology advancement is significant, but don’t lose the ability to connect and serve others in a human way. Go above and beyond with tailored customer service that sets you apart and eases technology overload.
Honesty builds TRUST. Trust builds LOYALTY. Don’t be afraid to admit your mistakes. When an error affects your Customers directly, be upfront, humble and honest. Allow them to empathize with you as you empathize with them. This will build a strong relationship. Customers will be more likely to TRUST you and remain LOYAL, a result.
If you need additional guidance on creating loyalty, Youngevity Customer Service is a great starting point. Refer-back to the Service Equals Sales training module and use the Customer Service Follow Up Form to stay on track.
Studies show it’s is five to 25 times harder/more expensive to acquire new Customers than it is to keep existing ones. Of course, everyone needs new Customers, but a strong existing Customer base is also attractive to new prospects who are still undecided. Your current loyal Customers become your biggest promoters, directly influencing their family and friends.
Word-of-mouth can be either positive or negative. Do your best to ensure people are passing on positive sentiments to their networks and communities. This enables you to serve your loyal base and attract new Customers, while avoiding the full cost burden of focusing exclusively on new acquisitions.
Youngevity offers a 30-day refund policy on all unused products in their original packaging, excluding food items.
Following up with your Customers after they place an order shows you care about their experience. It also shows you’re interested in developing a long-term relationship. With that said, this post-purchase call is crucial is to ensure their product is out-of-the-box and being used. And if they’re not using it, find out why. Of course, keeping the relationship positive is a top priority. So if your Customer wants to return an unused product, make sure they know Youngevity will take it back and provide a refund (subject to terms of our Policies & Procedures). To see our full return policy, refer to page 28 in the Youngevity Policies & Profcedures.